Here's what you should know on all things shipping, delivery, and returns.
- Choose between Sendle or Australia Post at checkout
- $10 flat-rate across Australia OR free over $100
- Free Express Post over $150
- Always shipped carbon neutral
- Your order will be sent within two business days from the Sydney Studio
- Check your inbox for a shipping confirmation via email, this will also have your tracking details. If you haven’t received it within two business days of placing your order, check your spam and then get in touch with me
- Due to COVID, all orders shipped with Authority to Leave (ATL). If you require signature on delivery, please get in touch with me or leave a note at checkout.
- Packed in recycled, unbranded boxes where possible and kept snug with non-toxic, biodegradable and compostable packing peanuts made from corn starch
COVID SHIPPING UPDATE (January 2022):
Orders ship from Sydney as quickly as possible, however there are delays with most postal and courier services.
The below timeframes are guides for most times in the year but your package will likely be a bit slower at the moment.
Express Post remains the quickest option for shipping but the next day guarantee is no longer promised.
These delays are affecting all businesses - big and small, so please be patient and kind.
Australia Post - Metro
2 - 3 business days
Australia Post - Regional
3 - 6 business days
Australia Post - Remote
5 - 9 business days
Sendle - Metro
1 - 4 business days
Sendle - Regional
2 - 8 business days
FREQUENTLY ASKED QUESTIONS
HOW QUICKLY WILL MY ORDER BE SHIPPED?
Orders are shipped within two business days (usually quicker!), though the Studio is based in Sydney and orders aren’t shipped on Public Holidays in New South Wales.
During peak times like Christmas and Mother’s Day, dispatch times may be longer. Check social media for updates on order shipping timeframes or get in touch with me to find out wait-times.
HOW DO I KNOW WHEN MY ORDER HAS BEEN SHIPPED?
When your order is shipped, you’ll get a confirmation via email. This email also has tracking details so you can keep an eye on your goodies as they’re delivered to your door.
HOW CAN I GET IN TOUCH WITH YOU?
Facebook Messenger: here
AUTHORITY TO LEAVE (ATL)?
Every order via Australia Post or Sendle are sent with authority to leave in a safe place. If there is no safe place, you will be left a card to pick up your parcel from a local pickup point or Australia Post.
CAN I ARRANGE SIGNATURE ON DELIVERY?
Sure thing, just leave a note for me in the notes section before checkout and I’ll do what I can. Orders via Sendle will only be sent with Authority to Leave.
CAN I SHIP TO MULTIPLE ADDRESSES?
Unfortunately the tech skills required for this kind of wizardry are beyond my means, so for the time being you can place seperate orders for each recipient.
WHAT HAPPENS IF I USED THE WRONG ADDRESS FOR SHIPPING?
If the wrong address is provided for shipping, or the parcel cannot be delivered or received and is returned to the Pretty Frank studio, a shipping fee of $15 will be payable to arrange a new shipment to you.
WHAT DO I DO IF MY ORDER IS LOST, DAMAGED OR SOMETHING ISN’T RIGHT?
Please get in touch via email, Facebook Messenger or Instagram so we can get it sorted ASAP.
If the item is received broken or damaged, you may need to return the item to me for inspection depending on what’s happened. Once your return is received and inspected, I will notify you via email that your item has been received and notify you of the next steps, whether it’s an option to replace the items, refund or reject the claim.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. The best contact is via email@example.com
If you change your mind, you’re welcome to return or exchange an item within 30 days of it being purchased by you, providing that it is unused and in its original condition.
Please note shipping costs are at your expense.
Where a refund is due, this will be processed onto the payment method (card/Paypal or Afterpay account) with which the purchase was made, within 2 working days from the date the returned goods are received.
Refunds may take 5-7 working days to reflect against an account, depending on the bank.
It’s a good idea to arrange a proof of postage/tracking is obtained for your return, in the unlikely event that I do not receive the parcel.
Please get in touch via email to arrange the return.